Frustrating service

. It was only yesterday that I was told that I was covered when I was involved in an accident on the 14th October 2017, and that my cover was going to cover me from the 15th of October 2017. The real frustration comes when the insurance called me on the 14th of October 2017 at 19H51 when they got an impact alert on my vehicle. The guy who was assisting me on that call specifically told me not to allow any towing company to take my car as the Discovery will sort the towing out for me, what I fail to understand is that why was it not picked up that I was not covered on the day Discovery called me. I was given the reference number: V2-EEXQ-01 which couldn’t be traced from your system.

I am now struggling to get my car back from the towing company as I was told that I have to pay for the towing from my own pocket and of which the inconvenience caused was not mine. If I had any idea that I will be in this mess from the word go I wouldn’t have agreed that Discovery can call the towing company for me, now I am battling to get my car back. Yesterday when I went to fetch the car from the towing company I was told I have to pay for the towing, after explaining to the consultant what had happened she told asked her team for advice and the team leader told her to make my case an exeption and that they will pay the towing company so I can get my car back. Up until this time the towing company has not received any payment.